Accessit Customer Experience Specialist

Position Overview: 

This position supports one of our portfolio products, Accessit Library. A trainer and support representative is part of the team responsible for providing ‘Getting Started’ training and Customer Support to new and existing customers. The role assists in the development and delivery of customer support, training and communication programs, as well as working with the sales team to promote Accessit Library to prospective customers remotely and/or at industry meetings. 

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Deliver the ‘Getting Started’ training program to new customers. 
• Provide ‘New Customer Care’ support via phone, email and remote support for existing customers and associated personnel. 
• Participate in and/or deliver training and/or workshops and/or product demonstrations at: Accessit Roadshows; User Group meetings; User Workshops; Conferences; Librarian meetings. 
• Contribute to the production of training and support materials. 
• Assist in the development and delivery of customer support, training and communication programs, including customer webinars. 
• Represent and promote the company in a professional and positive manner at all times. 
• Attend ‘global’ customer support team meetings via Teams. 
• Report to and support the ANZ Customer Experience team lead. 
• Use of remote access software for support/training sessions. 
• Reading and assimilating all software release notes and/or announcements to stay up to date with changes in the Accessit Library application and supporting technologies. 
• Staying up-to-date with other value-add products e.g. SCIS, Syndetics, Titlewave, Fundraiser Manager, and other Follett Software peripherals; and technical matters with respect to integration services. 
• Other duties as assigned.  

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.  

Professional Experience: 

• Bachelor’s degree or Diploma in Library and Information studies, Information Technology, or a related field, or equivalent work experience.  
• 1-3 years’ experience in a library role. 
• Experience in customer service or client-facing roles.  
• Proven ability to analyse and resolve technical issues quickly and efficiently.  
• A methodical approach to troubleshooting.  
• Strong attention to detail and organisational skills.  
• Ability to work under pressure and manage multiple priorities.  
• Willingness to learn new technologies and software.  
• Experience working in a collaborative environmen.
• Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers.  
• Proficient PC and technical/software skills.  

Work Environment:

• This role is based in our head office in Wellington, NZ. Candidates must have a right to work in New Zealand.
• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.